Miriam Plascencia
Síntesis profesional
Service Desk Representative with over 8 years of experience in customer service, technical support, and client retention across telecom and banking industries. Skilled in troubleshooting, incident management, and problem resolution under strict SLAs. Proven ability to handle high-volume ticketing and support chats and calls, deliver clear solutions, and improve customer satisfaction. Strong communication and analytical skills with a proactive results-oriented mindset.
Información general
10
10
years of professional experience
Experiencia laboral
Business Development Representative
Helpware
2025.09 - Presente
- Conduct outbound prospecting to identify and engage potential clients.
- Maintain and update CRM databases to ensure accurate and up-to-date prospect information.
- Register and track qualified leads in HubSpot to support pipeline growth.
- Achieve monthly targets for scheduled meetings, completed calls, and trip requests.
Technical support representative
Nextiva
2024.09 - 2025.08
- Handled inbound calls to troubleshoot and resolve technical issues related to the platform, mobile and desktop app, and physical devices.
- Performed network checks to identify and isolate connectivity issues versus device-related problems.
- Designed and implement call flows and auto-attendant configurations from scratch.
- Processed customer payments and assisted with account management.
- Managed cases through Salesforce ticketing system, ensuring timely follow-ups and compliance SLA standars.
- Configured and provisioned VoIP devices to ensure proper functionality.
- Conducted device troubleshooting through web interface and by remotely accessing customer's computers.
Service desk agent
Tata consultancy services (TCS)
2022.06 - 2024.06
- Provided technical support to banking employees with hardware and software troubleshooting.
- Managed incident tickets and escalations via ServiceNow, ensuring accurate documentation and SLA compliance.
- Delivered written solutions and follow-ups through ticketing systems and internal communication channels.
- Performed password resets (Domain, mainframe, iFast, SLAC, SLX), cache clearing, and BitLocker recovery.
- Drafted and escalated incident tickets to L2 support teams when required.
- Resolved incidents at first contact whenever possible, improving response efficiency and reducing escalation volume.
- Contributed to improved service desk workflows through thorough documentation and proactive case handling.
Retention representative
Beliveo
2020.05 - 2021.09
- Managed inbound retention and billing calls
- Supported agents with escalations and floor support operations.
- Negotiated customer solutions to minimize churn
- Increased retention by 15% through effective communication.
Customer service
Teleperformance
2016.02 - 2018.09
- Delivered technical and billing support for telecom customers.
- Assisted with troubleshooting, sales inquiries and soft retention.
- Achieved 95% customer satisfaction rate.
Estudios
law Degree -
UNID
Competencias
- Non voice support (chat, ticketing, email)
- Assertive communication
- Problem resolution
- Proactive
- Back office processing and documentation
- Incident management (ServiceNow, JIRA, Salesforce)
- SLA compliance and process improvement
Lenguages
español
Idioma principal
English
Intermedio superior
B2
Cronología
Business Development Representative
Helpware
2025.09 - Presente
Technical support representative
Nextiva
2024.09 - 2025.08
Service desk agent
Tata consultancy services (TCS)
2022.06 - 2024.06
Retention representative
Beliveo
2020.05 - 2021.09
Customer service
Teleperformance
2016.02 - 2018.09
law Degree -
UNID